Fraud Analyst (Call Center)

Collabera•Phoenix, AZ

26d•$18 - $22

About The Position

Established in 1991, Collabera has been a leader in IT staffing for over 22 years and is one of the largest diversity IT staffing firms in the industry. As a half a billion dollar IT company, with more than 9,000 professionals across 30+ offices, Collabera offers comprehensive, cost-effective IT staffing & IT Services. We provide services to Fortune 500 and mid-size companies to meet their talent needs with high quality IT resources through Staff Augmentation, Global Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions) Permanent Placement Services and Vendor Management Programs. Collabera recognizes true potential of human capital and provides people the right opportunities for growth and professional excellence. Collabera offers a full range of benefits to its employees including paid vacations, holidays, personal days, Medical, Dental and Vision insurance, 401K retirement savings plan, Life Insurance, Disability Insurance. Contract Duration: 12 months (Contract to Hire) Pay Rate: $18-$22 Shift Hours Sun – Thurs; 4:00 PM – 12:30 AM; or Sat,Tues,Wed,Thurs,Fri; 4:00 PM – 12:30 AM; or Sun,Mon,Tues,Wed,Thurs; 5:30 PM – 2:00 AM Training Hours: Mon – Fri; 8 AM – 5 PM (4 weeks) Fraud Analyst and or analytical experience is no longer a nice to have but a really need to have requirement. Strong candidates without this experience can be considered but will not be priority. The Fraud Analyst II reviews customer accounts for the prevention and detection of possible Fraud. Responsible for more involved research and analysis of account activity to assess levels of risk and fraud type. The incumbent will complete inbound and outbound calls and take appropriate action based on transaction characteristics of greater complexity. The incumbent may perform back office functions related to research and resolution of fraudulent activity and service support. Assesses the level of risk and makes decisions which directly impact the customer experience and risk to Bank of America. Reviews and analyzes accounts and customer situations that may require differentiated treatment or specialized resolution. Experience is gained through training, following established procedures and guidelines and research utilizing multiple systems and tools. Typically reports to Fraud Detection/Prevention Supervisor Pay Rate Basis: Tier I: Fraud and Call Center Exp Tier II: Fraud and no Call Center or Call Center and no Fraud Tier III: No Call Center and no Fraud but good customer service exp

Requirements

Customer Service/Call Center assessment is a REQUIREMENT and the test score MUST be 80% or higher for submission
Customer service experience, demonstrated commitment to providing quality customer service
Proven history of dependability
Proficient with computers.
Ability to navigate multiple computer systems while interacting with the customer
Ability to work a flexible schedule to meet business needs
Experience working in a team environment
Ability to think critically and use good, sound judgment in decision making
Self-motivated and goal-oriented
Ability to work in a fast paced call center environment, balancing the need to support the inbound call center while meeting production and quality goals such as Average Handle Time, Availability, Quality, etc.
Excellent verbal and written communication skills
Ability to effectively handle difficult client issues
Proficiency in dealing with customers issues in both a routine and complex environment
Ability to multi-task and proven track record of working independently
Ability to adapt quickly to changes in the environment

Nice To Haves

College degree or commensurate work experience preferred
2-4 years of customer service experience
Inbound/Outbound call center experience and/or fraud experience
Knowledge of banking operations
Knowledge of fraud systems applications

Responsibilities

Reviews customer accounts for the prevention and detection of possible Fraud.
Responsible for more involved research and analysis of account activity to assess levels of risk and fraud type.
Complete inbound and outbound calls and take appropriate action based on transaction characteristics of greater complexity.
Perform back office functions related to research and resolution of fraudulent activity and service support.
Assesses the level of risk and makes decisions which directly impact the customer experience and risk to Bank of America.
Reviews and analyzes accounts and customer situations that may require differentiated treatment or specialized resolution.